[Hiring] Product Support Specialist @Huntress

Role Description

As a Product Support Specialist at Huntress, you will play a key role in interacting with our customers. This customer-facing role requires a customer-centric mentality, as you will be the first and primary point of contact for technical support. Our Product Support team works collaboratively to resolve customer inquiries effectively and efficiently while providing top-tier customer service.

• Provide initial partner support and convey resolutions to customers
• Walk customers through problem-solving processes and provide assistance
• Assess customer issues and properly escalate incidents as needed
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customer expectations
• Recommend changes to internal and customer-facing documentation where needed
• Continually grow your knowledge of internal procedures, the Huntress product, and customer environments

Qualifications

• Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience
• Highly collaborative mindset; able to work together as one team to find the best possible solutions for our partners
• Consider themselves disciplined, with systematic problem-solving skills
• Practical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting common system and application issues
• Practical experience with macOS, including familiarity with its directory structures, services, etc., and troubleshooting common system and application issues (knowledge of Terminal and Bash is a plus, but not required)
• Experience with tools such as ProcMon and Process Explorer is a plus
• Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software
• Familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus

Benefits

• 100% remote work environment - since our founding in 2015
• New starter home office set up reimbursement (£398)
• Generous personal leave entitlements
• Digital monthly reimbursement (£92)
• Travel to the US 1-2 times/year for various company events
• Pension
• Access to the BetterUp platform for coaching, personal, and professional growth